Service Desk Technician
$60,407–$75,508 year
On-siteRome, New York, United States
Job Summary
Respond to user inquiries and technical issues via phone, email, chat, or the internal ticketing system. Diagnose and resolve common hardware, software, and end-user issues while providing step-by-step guidance and leveraging remote support tools. Manage user accounts, access permissions, and licensing, including onboarding and offboarding activities. Route complex or unresolved cases to higher-level IT support teams and maintain accurate records of support interactions and device inventory. Process service requests for new software and system access, then participate in an on-call rotation for after-hours support. This onsite role requires regular in-person attendance and supports NYSTEC's secure workplace strategy through collaboration with Corporate Information Security and IT Project Management teams.
Required Qualifications
- Strong understanding of computer hardware, software, networks, and operating systems.
- Ability to troubleshoot technical issues and to provide clear, step-by-step user guidance.
- Excellent communication and customer service skills and the ability to support end-users with patience and professionalism.
- Excellent documentation and critical thinking skills.
- Possesses strong computer skills, including experience using Microsoft applications (e.g., Azure, Project, PowerPoint, Word, Excel, Outlook, Visio, SharePoint) or equivalent.
- Associate degree in IT or a related field and one to two years of IT support or related technical experience.
- An equivalent combination of advanced education, training, and experience will be considered.
- This position is an onsite role and requires regular in-person attendance.
- Participate in an on-call rotation to provide after-hours support to minimize end user and operational downtime.
- Applicants must be authorized to work in the United States without the need for visa sponsorship now or in the future.
Desired Qualifications
- Information Technology Infrastructure Library (ITIL) Foundation: Focuses on IT service management (ITSM) best practices.
- Computing Technology Industry Association (CompTIA) A+ (or ability to obtain within 12-18 months).
- Microsoft 365 Certified: Fundamentals (or ability to obtain within 12-18 months).
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